AccountId: 011433970860
ContactId: 694766e0-c55a-4a9e-b900-05ec108f63fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384619 ms
Total Talk Time (AGENT): 99430 ms
Total Talk Time (CUSTOMER): 211178 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/694766e0-c55a-4a9e-b900-05ec108f63fa_20250604T20:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good morning or good afternoon [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][NEUTRAL] Good. So, um, I was in the hospital, actually, I was in 3 hospitals and um one of them was sending me a bill, and I asked them if they had, um, put a claim through with my gap insurance with American Public Life. And they said they tried to, and American Public Life told them to tell me to call you.
[CUSTOMER][NEGATIVE] Doesn't make sense. They said something about they need that American public life needed additional information from me before they could process the claim.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] Does it sound a little weird?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, my name is [PII]
[AGENT][NEUTRAL] And may I have your policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] So I have, I always get confused when I look at the card there's a payer ID or there's an in hospitals benefit or an outpatient benefit so this would be an in hospital benefit, right?
[AGENT][NEUTRAL] You can give me either one of them. They're both the same number. You would just stop at the number before the letter M.
[CUSTOMER][NEUTRAL] Just that
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Oh, OK, so it's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you please verify your date of birth and then the mailing address listed on file?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the mailing address and email address, please?
[CUSTOMER][NEUTRAL] Uh, mailing is [PII].
[CUSTOMER][NEUTRAL] Uh email is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And thank you so much, Ms. [PII] for verifying your policy. You stated.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] That they told you to call us that we needed more information, do you know what date of service is that for?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, Saint Mary's Hospital. I was admitted on [PII].
[AGENT][NEUTRAL] Let me check that one for you.
[CUSTOMER][NEUTRAL] Now, there was another hospital I was admitted to that day also. They brought me to the first hospital and realized that they needed, I needed to be taken care of elsewhere. So they brought me to the second hospital, which was Saint Mary's Hospital.
[AGENT][NEUTRAL] Because I don't see a claim that we process to request more information and for the data service of 526 or 25, we have no claim on file.
[CUSTOMER][NEUTRAL] OK, hold on one second. Would it be the day they released me?
[AGENT][NEUTRAL] If you were in there.
[CUSTOMER][NEUTRAL] is there a claim for Saint Mary's Hospital at um I was released on the [PII].
[AGENT][NEUTRAL] No, I'm not seeing anything in our system.
[AGENT][NEUTRAL] For the month of May.
[CUSTOMER][NEUTRAL] No, not May. February. Did I say May? No. Saint Mary's is the hospital. The, it was, the claim was on [PII] I was admitted [PII] and um discharged from that hospital on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, I don't see a hospital bill, but I do see that we did receive some physician bills.
[AGENT][NEUTRAL] For those dates of service, which was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But we don't have any facility bills that was received.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, all right then, and you don't need any extra information from me or anything?
[AGENT][NEUTRAL] No, we don't need any information. We just have to receive the claim and the primary EOB and we will go from there. Cause normally, we don't require information from the insured.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And I, I was like, I, you know, I said to her I was in 3 hospitals. I had major surgery and I had um several tests done. I said nobody, I said I have put claims through with American Public Life for all of them and not one of them has said that they needed additional information.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] So it's it I knew it just didn't sound right, so, OK, well thank you very much for your help. I appreciate it very much and um I will call them back and then I'll have them submit the claim.
[AGENT][NEUTRAL] Yes, and is there anything else that I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too now bye bye.
[AGENT][POSITIVE] Thank you bye.